Cody Parson Email & Phone Number

Santa Rosa, California, United States

dba LogMeIn, Inc, now GoTo - Customer Success Manager focusing on product knowledge and implementation, serving as an Early Life cycle Onboarding and adoption specialist for the Unified Communications and Collaboration suite: GoTo Meeting, GoTo Webinar, GoTo Training, and GoTo Connect. Ensuring a great start to a happy relationship with new customers, or assisting in the smoothest and most beneficial implementation of a new service for existing customers, is the highest priority; as a Customer Success Manager, we look to be a trusted advisor to our customers, a resourceful point of contact, and even an extension of their own team as they transition their IT needs into the GoTo suite. As well, we monitor and initiate proactive outreach tasks to a broad and growing customer portfolio of GoTo users to ensure lasting and healthy relationships.Additional Roles:- Team Lead for the public Live Training program as published on the company user training content portal Embark : https://embark.logmeininc.com/. Responsible for hosting live sessions for multiple products, as well as crafting and implementing new content, Skilljar learning courses, reporting, scheduling sessions for the public, and ramping up new trainers.- Event Producer for the Event Services Program:Serving as an expert consultant for the premium Event Services offering, wherein customers using the lauded GoTo Webinar platform can book a producer to assist with staff training, dry-run/rehearsal needs, technical checks, and even live moderation of real-time webinar events.

Goleta, California

dba Citrix Online into 2017 merger with LogMeIn, Inc.Corporate Account Services specialist with in-depth product knowledge of SaaS offerings: GoToMyPC, GoToMeeting, GoToWebinar, GoToAssist, et al.. Responsible for technical support and troubleshooting of the above software, as well as corporate contract modification and invoicing/billing inquiries, and escalated point of customer satisfaction and resolution.Additional Roles: - Assumed departmental Workforce Management responsibilities, creating and implementing team work hours schedules within ININ software, and processing planned and unplanned PTO calendar approvals (when not subject to managerial review). Responsible for adjustment of inbound call queue skill ratings on a rotating basis to ensure equal case balancing between representatives.- Served as team Queue Manager responsible for vetting and redirecting workload within the department, reporting, and delegation of case assignments.- Documented and consolidated training resources, serving as SME, for corporate invoice tax inquiries as a departmental resource.- Monitored and reported on inter-departmental transfer and training quality between near-shore call center to Account Services.

Santa Barbara, California Area

Citrix Systems dba Citrix OnlineLevel 1 Global Customer Support Coordinator - Responsible for in-depth product knowledge and troubleshooting of SaaS offerings (GoToMyPC, GoToMeeting, GoToWebinar, GoToTraining, OpenVoice Audio, GoToAssist Corporate, GoToAssist Remote Support) in an inbound call queue setting. Assisted internal ramp-up of later new hire groups.

• Assisted head of Customer Service department in resolving client satisfaction issues via direct telephone and Citrix GoToAssist Express remote access software.• Assisted in resolving client billing issues both within the Customer Service department and for field technicians.• Assisted field technicians as high-level internal technical support.• Responsible for maintaining field technician troubleshooting gear, as well as restocking field technicians’ sellable inventory.• Responsible for creation and removal of new user accounts within internal Microsoft Exchange Server 2007, and Blackberry Enterprise Server.• Responsible for maintenance and troubleshooting of Make It Work, Inc. main office desktop computers’ hardware and software.

• Served as a field technician at home and small business appointments to service Windows PC and Macintosh desktop and laptop computers, as well as home theater, network, peripheral and handheld device setup, troubleshooting, configuration, and consultation.

Education record

Education record